Job Family: SCM-Procurement / Supply Chain Logistics
Req ID: 337415
Deals with most problems independently and has latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Lead the investigation and resolution of open lines associated with various Customer Support Managed orders. Utilize SAP and other applicable reports to identify open orders and distribute to customer support for review and resolution under the defined process. Responsible for processing large volume data entry in both alphanumeric and symbolic data entry from source documents into CRM software. Recognizes when to escalate customer issues and supports customer with price and availability, simple product crossing and referral to appropriate specialist for technical support and/or problem resolution when warranted. Embraces and promotes change by working within our department and any other business group as needed to identify and implement process improvements.
Responsibilities:
Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
Manage the data workflow, as it interacts with the workflow in the CRM tools
Utilize CRM tool to directly communicate to internal/external customers, suppliers and affiliates.
Primary focus will be supporting multiple product lines within assigned business segment for customer types including industrial, and construction distributors, end user accounts, and OEMs.
Triage change orders for the Change Order Specialist and/or have the ability to process non-complex change orders.- Follow up and engage stakeholders as required until the expected release date for open orders are addressed accordingly.
Required Knowledge/Skills, Education, and Experience:
Specialized skill training/certification may be required. Associates degree in related discipline is preferred.
5+ years of practical Customer Support experience
Demonstrated ability to reproduce a customer problem, isolate cause and drive resolution.
Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.
High Level of professionalism and excellent customer service skills.
Ability to multitask and handle a high volume of work accurately.
Excellent verbal, written, and organization skills.
Desire to grow within the company.
Ability to work within a team environment.
Must be a self-starter.
Ability and desire to learn assigned business segment product line. May need to take internal product training classes.
Ability to successfully complete required training program.
Strong data analytical and problem-solving skills in identifying patterns and trends.
Proficient with Microsoft Suites.
Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
Preferred Knowledge/Skills, Education, and Experience:
Knowledge of SAP, CRM systems and Quotation tools.
5+ years of practical Customer Support experience supporting industrial, construction, mechanical, and/ or electrical industries.
Additional ongoing responsibilities:
Develop knowledge of assigned products within division and systems to move within the Customer Support Organization.
Develop lasting professional relationships within organization such as: plants, warehouses, sales, standard pricing, product managers, and buyers.
Understand the business unit organizational charts allowing you to escalate and resolve issues within the organization.
Organization: Digital Industries
Company: Siemens Industry, Inc.
Experience Level: Mid-level Professional
Full / Part time: Full-time
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
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